What to Cover in ISO 20000 Procedures for Effective ITSMS Certification?

Author: Dacey Lyle

What is ISO 20000?

ISO 20000 is globally recognized Information Technology Service Management Standard has been designed to shape consistency in the management of IT services and infrastructure, either internal or outsourced benefit employees and customers. The ultimate goal is an effective overall IT service management, the standard is based on key processes ranging from service level management reporting, budgeting and accounting for IT services, to information security, supplier, incident, and change and release management.

ISO 20000 Procedures for Effective Certification

In preparation for certification, the first step consists of gathering and reviewing the necessary information. An ideal scenario is the exchange of experiences with companies that have already received ISO 20000 Certification Procedures or with consulting firms that have expertise in supporting an organization during the ISO 20000 certification process.

Identifying the necessary steps requires knowledge of the current status of IT service management versus the requirements of ISO 20000. Companies should perform an assessment that reviews the current degree of fulfillment of ISO 20000 requirements. The assessment should be conducted by an external consultant based on a standardized method in the form of moderated interviews.

Based on the assessment results, a project plan is developed and the required internal and external resources are specified.

Based on previous experiences, the following critical procedures for success need to be considered during the implementation of the project:

  • A clear commitment from top management regarding the significance of the project
  • Planning towards a realistic time frame
  • Careful selection of parties responsible for project and process
  • Daily workload of the responsible staff should be appropriately reduced
  • Early integration of the certification organization (RCB)
  • Appropriate documentation
  • Availability of effective tools at the right time (according to process specification)
  • Continuous process improvement is driven by the responsible employees even after the project end
  • External monitoring is useful, but a transfer of knowledge must take place
  • External consultants are qualified as certified ITIL service managers and ISO 20000 consultants
  • External consultants have practical experiences in ISO 20000 projects.

Key Benefits for Achieving ISO 20000 Certification

In preparation for certification, the first step consists of gathering and reviewing the necessary information. An ideal scenario is the exchange of experiences with companies that have already received ISO 20000 Certification or with consulting firms that have expertise in supporting an organization during the ISO 20000 certification process.

IT service management processes leads to changes in existing work habits and often to organizational changes. It needs to be addressed in addition to daily tasks, initially increase the work load for employees and can cause resistance. On the other hand, certification can be used to motivate staff by acknowledging work performance through a certifying body.